We would like to list all the benefits of the ticket system:

• Customers receive an incident number/ticket number via an auto-reply when reporting or asking a question to support@infracom.nl
• With this ticket number, it is easier to gain insight into a support question that is still open or a support question that was asked in the past. In addition, customers can refer to a ticket number when they call or report something again that relates to that previous ticket.
• You can search the system by customer name and then view which tickets are open and which tickets there have been for this customer.
• You have a clear overview of the status of tickets, and which employee is processing them.
• Tickets are classified as an Incident, Change Request, or, for example, a Service question.
• These classifications allow us to easily see which classifications occur most frequently for a customer and take action accordingly.
• You can easily pass reports on to other departments within the organization. In our case, for example, Software, Security, Administration, etc.
• Each department has its own 'queue' in the ticket system to keep it organized.
• Possibility to set 'escalations' based on an SLA: If customers pay for an SLA, a ticket will escalate to a supervisor if it remains unattended for too long.
• The ticket system therefore ensures that overview is created in tickets. The efficiency of the organization regarding incident management will further improve through the use of one system in which all incidents and customer questions are registered.

Do you think a support ticket system could be something for your organization? Then please contact us!